Overview
The onboarding period is the most critical phase for retention. Use this survey to identify where new users are getting stuck.
Recommended Questions
1. Onboarding Satisfaction (CSAT)
Question: "Overall, how satisfied were you with the onboarding process?"
- Scale: 1-5
2. Time to Value
Question: "How long did it take you to feel confident using the platform?"
- Options: Immediately, A few hours, A few days, Still learning
3. Goal Achievement
Question: "Did the onboarding process help you achieve what you signed up to do?"
- Options: Yes, Partially, No
4. Roadblocks (Open-Ended)
Question: "Was there anything that made it difficult to get started?"
- Why this matters: This is your highest-impact data for improving conversion rates.
5. Documentation Quality
Question: "Did you find the help resources/tutorials useful?"
- Options: Yes, No, Didn't use them
Analysis Tips
Look for themes like "Documentation", "UI Complexity", and "Setup bugs". High negative sentiment here predicts churn.